Abanob Fanous

Head Of OperationsFull Time

• Job Details:● Manage managers of Operations (KPIs, schedule, salaries, motivation, etc…) and follow-up the action plans on the Account level ● Manage LOBs Opex ● Prepare and present Account’s performance on a Quarterly basis to Management, develop and implement action plans ● Prepare and present Account’s performance and objectives on a Quarterly basis to Management, develop and implement action plans ● Meets clients on regular basis and review projects performance ● Follow-up on staff development plan ● Ensure that all employees are well aware of all standard procedures, policies. ● Ensures all client’s KPI’s are met by the ongoing improvement of performance through proper quality assurance management. ● Provide effective and efficient results to meet clients’ needs and capitalize on new opportunities to expand the business scope. ● Manage the projects Profit & Loss also ensure that they are achieving the target. ● Contribute with related stakeholders in preparing Quarter Business Review, analyzing the project performance results comparing to project KPIs, areas to be improved as well as business analysis and communicate them to the client. ● Managing Account P&L and participate in improving profitability by enhancing cost-efficiency. ● Span of control: +400 FTEs, 3 managers of operations, +60 team managers, +60 team leads, +60 quality coaches and 3 quality managers.

Customer service managerFull Time

• Job Details:● Lead a team of 2 team leaders and 30 Support Professionals, foster their professional development and growth via effective coaching and communication and promote teamwork and cooperation. ● Conduct weekly operations staffing review with the workforce team for the full operations team (10 team leaders and 200 support professional) to review and ensure the staffing plan is aligned with the revenue assumptions ● Conduct daily reviews on yesterday SLs and delivery metrics to ensure that it’s aligned with the staffing plan and the revenue generation assumptions ● Provide day-to-day supervision and management of directly assigned team. Ensure that Support Professionals have a clear understanding of performance expectations, that they are properly trained and that they have access to all the tools and resources they need to perform at high levels of productivity and efficiency. ● Conduct multiple call-coaching training sessions each week. Provide feedback to Support Professionals on their daily performance and behavioral activities in an effective and timely manner. Communicate expectations to new employees and provide timely business updates and changes. ● Conduct Team Meetings with direct reports to ensure expedient communication of relevant information and as an open forum for input from support professionals. ● Evaluate the support professional's and/or customer’s technical knowledge and adjust problem solving communications accordingly. ● Conduct Interviews to new Support professional joining the operations team and conduct the promotions interview to Team leaders whenever needed.

Operations Team leadFull Time

• Job Details:● Coach and mentor Support Professionals to ensure goals are developed for their personal and professional growth and development. Identify performance related issues and develop an action plan for improvement. Be prepared to take more formal action when goals not achieved, including the proper utilization of Performance Success Plans.